VP/Head - Incident Management - Bank

One of our clients, a Large Indian Private Bank is looking out for a VP & Head Incident Management to be based at Mumbai.

Job Purpose:

The Head - Incident Management is accountable along with the head of Technology Support & Service Delivery to ensure uptime & running of all Production IT Systems of the Bank with an Objective to Minimize down time, maximize availability, specifically strive for 100% uptime, within the limitations of 'overall deployed IT architecture' and constraints of IT investment deployment of specialized technology & robustness grade of Systems integration practices.

Key Skills:

1. Knowledge of retail and corporate banking business with specific exposure to Core Banking, Credit Card systems, BI systems, Retail Lending systems, Base24 switching systems, Voice and Telephony systems, Retail and Corporate Internet Banking, Wholesale Banking, Treasury systems and applications, Payment Networks like NEFT, RTGS, etc, Core banking Operations like Clearing (Cheque Truncation), Cash Management. This list is not exhaustive and just indicative

Required:

1. B.E / B.Tech with 18-25 years of Relevant IT experience

2. Handled large team across multiple geographies

3. Worked in Production Support for at least 7-10 years in the immediate past

4. Knowledge of overall banking technology systems and infrastructure.

Core Responsibilities:

1. RUN THE BANK - 100% uptime of Identified critical systems of the Bank -Implement strong monitoring / reporting tools and best-practices and quickly react to any incident that could cause potential downtime of systems IN ORDER TO achieve near ZERO downtime, meet stringent Service-levels.

2. Technology Responsibility - Implement & continuously re-grade, evolve, mature & fine tune Infrastructure-aware Application Performance Management tool IN ORDER TO prevent down time through proactive monitor Business applications IT Stack.

3. Incident Management - Manage all system identified, user notified, environment enforced incidents and users Service Desk tickets in order to ensure that all REACTIVE application support is rendered as per defined Service levels resulting in internal & external customer satisfaction.

4. Manager on Duty, Triage & Floor Management - Set-up & maintain a Manager-on-duty / Floor Management / Triage team in order to quickly summon concerned technical & management resources to ensure immediate incident resolution

5. 24 - 7 Application support - Management 3 shift, 24 - 7 operations from Primary & DR/BCP Application support site in order to provide uninterrupted IT L1 Application support.

6. Resource Management & People Management - Planning of all human resources shift-duties to ensure round-the-clock support. Performance Evaluation &Counselling, Support and resolve operational issues IN ORDER TO create an efficient, highly motivated team

7. Vendor Management - Management vendors for L1 support in order to gain their support beyond contractual obligations & negotiate support contracts of on-site services/resources.